Concierge Specialist – Patient Support Coordinator

This is a fully remote position, open to applicants in United States.

📋 Description

• Handle inbound phone calls and address patient inquiries via email, chat, SMS, and various other communication platforms.

• Act as a primary contact for queries regarding care, medications, appointments, billing, accounts, and overall program assistance.

• Offer basic medication information within the scope of the role and direct clinical inquiries to healthcare providers or clinical teams.

• Oversee patient support tickets and requests from initiation to completion in accordance with standard operating procedures.

• Monitor and reply to Instant Messages, Zoho Desk tickets, and Sinch SMS communications.

• Facilitate follow-ups with pharmacies, patients, and insurance companies.

• Make outbound calls as necessary to address concerns and ensure appropriate follow-through.

• Provide assistance with scheduling, rescheduling, billing inquiries, account issues, and administrative tasks.

• Accurately document patient interactions, the actions taken, and any follow-up requirements.

• Collaborate with Prior Authorization, Admin, Billing, Medication, and clinical teams.

• Support providers with patient-related inquiries, follow-up requests, and administrative responsibilities.

• Follow up on outstanding requests and maintain ownership until resolution or suitable handoff occurs.

• Proactively check in with patients to enhance retention and satisfaction levels.

• Identify patients at risk or who express dissatisfaction, and escalate or route concerns as needed.

• Contribute to the development of documentation, FAQs, SOPs, and training resources.

• Recognize recurring patient issues and areas for enhancing the Concierge experience.

⛳️ Requirements

• Prior experience in a patient-facing or customer support role, ideally within a healthcare or telehealth setting.

• Exceptionally warm and empathetic communication style, complemented by strong active listening skills.

• Comfortable managing a high volume of incoming inquiries across various channels.

• Technologically adept and willing to learn new software, including Zoom Phone, CRM systems, and EHR platforms.

• Dependable, accountable, and capable of working effectively both independently and collaboratively within a team.

• Quick learner, able to understand the intricacies of our business.

• Familiarity with HIPAA, PHI, and patient privacy regulations (training will also be provided).

• Excellent command of English, both written and verbal.

• Outstanding communication skills with the ability to empathetically engage with patients.

• Strong organizational and problem-solving capabilities.

• A genuine passion for health and wellness and a commitment to Shapely's mission.

• Availability to work according to the PST time zone.

• Strong prioritization skills and the ability to manage multiple tasks and patient requests concurrently.

• Capability to take ownership of patient requests until resolution or appropriate handoff.

• Ability to comprehend and adhere to company processes and standard operating procedures.

• Willingness to work assigned shifts, including occasional weekend coverage.

🏝️ Benefits

• Remote position.

• Full-time employment with competitive compensation.